Stubhub.com Reviews (899)
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Address: 55 2nd. St., Ste 300, San Francisco, California, United States, 94105
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Address: 55 2nd. St., Ste 300, San Francisco, California, United States, 94105
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Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers’ business. When setting the sale price of tickets, per our User Agreement, it is a seller’s responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: “Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value.”
We can understand [redacted] concerns, however the listed ticket price was accepted when she completed the purchase on our website. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide [redacted] with a refund for the purchase. As a onetime courtesy, we provided a refund of [redacted] fees on this order of $[redacted]. We are not able to offer further compensation on this order.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Kaila
StubHub Executive Customer Care
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at [redacted].
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted] complaint, the tickets in question were sold on 6.4.16, a confirmation email was sent immediately notifying Mr. [redacted] of the sale and advised to ship his tickets within 1 business days which in this case would be on 6.5.16. On the morning of 6.7.16, the tickets still had not scanned into transit with UPS and at that time per the terms of our User Agreement and FanProtect Guarantee, we located replacement tickets for the buyer which resulted in a charge of $33.00 for the cancelled sale and Mr. [redacted] will not receive payment. Mr. [redacted] contacted us on 6.7.16 after the order had been cancelled to state that he had dropped of the tickets at a UPS drop box on 6.6.16. Unfortunately, as the tickets were not dropped off and tracking on 6.5.16 to be delivered by the expected delivery date of 6.7.16 the order was cancelled and replaced per the terms of our User Agreement and FanProtect Guarantee. During the phone call with Mr. [redacted] on 6.7.16, we advised that as a one-time courtesy we would waive the $33.00 charge however we would not be issuing payment on this order as the tickets were not delivered to the buyer by the expected delivery date.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
Sincerely,
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
In reviewing [redacted] order, she purchased two tickets for [redacted]. These tickets were a total of $[redacted] including fees. When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchase. These fees are presented at the checkout page prior to completing the transaction. Our User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our services. Additionally, StubHub reserves the right in its sole discretion to set and change fees at any time. Differentiating fees are typically due to the demand of the event; fees may be higher for events such as Hamilton. Buyers are presented with the full price including fees and may view a fee breakdown at the checkout page.
As [redacted] was presented with this total price prior to order completion and this sale is valid, no compensation can be provided.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Kaila
StubHub Executive Customer Care
Complaint: [redacted]I am rejecting this response because this issue does not only effect me and there are many people selling tickets in this section that are not aware of this issue admitted in the response you provided. I understand that these things take time, but there should be some sort of notification when it is resolved or warning to people selling seats in these sections. The customer service I have received when trying to communicate the issue has been awful. Furthermore you say your section is up to date, but when I use your competitor seatgeek, this issue does not occur. They post my tickets exactly how they are listed on the actual ticket. They do not add in nuances like lower level or baseline. All I am saying as a loyal customer that this should have been handled much better,and not to mention that once the issue is resolved Stub hub will make far more commission on the tickets sold in these sections. I was simply tying to generate more money for you while getting the expected return on my tickets.
I will be using seatgeek from now on and encourage anyone else to use this site as well. I would happily go back to stubhub should they be willing to be a true ticketing partner and actually listen to their customers. It is a true shame that I had to file a complaint with the Revdex.com just to get my voice heard and for someone to look into this issue. Furthermore, I also asked the [redacted] to reach out to ticket holders in these sections and warn them of this issues that stub hub is having with the seat naming convention.
I am honestly a loyal customer and enjoyed working with you, but poor customer service really leaves a bad taste in my mouth considering I sell and buy around $20K worth of tickets a year on your site.
Sincerely,[redacted]
Please be advised this is a follow up to my complaint # [redacted]. I received a satisfactory response from StubHub indicating that my refund would be processed, to allow 5-7 business days. I have followed up with Stubhub twice and I have yet to receive my refund. They indicated my refund was processed but declined? I never knew it was declined until I contacted StubHub. I called my credit card company and they had no record of this transaction. I have called StubHub twice and still no refund. I believe their response was a blatant lie to the Revdex.com and to me. Can you please assist me to get my credit. I spoke to stubhub on Monday evening and was told I would get a response in 24-48 hours. It's 4 days later and still no acknowledgment. Please help me get the credit refund that Stub Hub indicated would be processed. When I call to follow up they indicate there is a problem with the transaction. Really? It's a credit card. If that's an issue, then just issue me a check. I would be more than happy with that as well. Regardless, I would just like for Stub Hub to follow up with their response they provided to both me and the Revdex.com. Thank you for your assistance. I tried to handle on my own but I continue to fall into the abyss. Their customer service/process is the worst. I previously responded that the previous complaint [redacted] - response was satisfactory. My apologies. I should have waited until I received my funds before I submitted my response. I took for granted that StubHub would follow through on their response to you.
Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted].
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
As we acknowledged that [redacted] was not responsible for any faults and penalties due to the buyer’s experience, we have already refunded [redacted] charges and provided a coupon in the amount of $** that was added on May 10th, for the inconvenience. No further compensation can be provided at this time.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Natalia
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,...
theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reviewing [redacted] account, he placed an order for [redacted] on [redacted] for the show taking place on [redacted], which was postponed to [redacted] and now postponed again until [redacted]. When placing this order, [redacted] was provided the estimated delivery date and by placing the orders, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date which is why we are unable to provide refunds. We do understand that this is the third time [redacted] has postponed her tour however at this time the [redacted] will honor the tickets with the original date/time printed on them once the rescheduled date is announced and final. While we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $[redacted], please allow up to 5 business days for the refund to reflect, this refund will also invalidate the tickets provided to [redacted] and they will no longer be valid for the rescheduled date.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
Erin
StubHub Executive Customer Care
Thank you for the opportunity to respond to Mr. Dove’s complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
In reviewing this order in question, I’m able to see that the proper card has now been charged and the mistake has been remedied. I’m so sorry...
for the difficulty this mistake must have caused, and please know the change should reflect on the credit within 3-5 business days of March 15th when the change was made. I also apologize that sending the money back via a credit card takes longer than it does to withdraw it. This would because of credit card and not due to any StubHub policy. If there was a way to replace the funds and rectify the mistake faster, please be assured we would do that. Again, I apologize for this this issue occurring in the first place and I’ll be sure to provide coaching to the representatives who handled Mr. Dove’s original payment switch to make sure such things do not occur to anyone in the future.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
Chris [redacted]
StubHub Executive Customer Care
Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary...
ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.
In reviewing this transaction, Mr. [redacted] sold 4 tickets to a game on 7/23/15. We received contact from the buyer on the day of the game advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned.
We notified Mr. [redacted] of the reported issue on the day of the event and requested that he respond to us within 48 hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement.
Mr. [redacted] responded the same day and provided us a receipt showing the tickets were originally purchased by him. Mr. [redacted] also notified us that he was unable to obtain scan reports from the venue and they do not release that information. We informed Mr. [redacted] that he can also obtain written documentation from the venue regarding the usage of the tickets. Mr. [redacted] failed to provide the proper documentation needed he was charged $440.00 to recoup his payment and an additional $50.00 which is the amount we incurred to make it right for his buyer.
We understand that Mr. [redacted] is upset about the charges of $440.00 and $50.00 to his credit card. However the tickets Mr. [redacted] provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. [redacted] for this order and he is liable for the additional charges. We have informed Mr. [redacted] that we will gladly reopen the claim and will reassess the charges at any time if the requested documentation is provided.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to Mr. Schramm’s complaint, Revdex.com Case[redacted]. I will provide information as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,...
theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: [redacted]
In reviewing this purchase for the New England Patriots at the Pittsburgh Steelers on December 17, 2017 I’m able to see what happened. Mr. Schramm purchased the tickets the day of the event and while the order did take some time to process, Mr. Schramm did by his own admission receive his tickets 30 minutes before the game began. Mr. Schramm states that we did not inform him that he would need to print the tickets. We are able to see Mr. Schramm was informed via his confirmation email for the purchase that he would need to print these tickets, and we are also able to see that Mr. Schramm did view this email twice on the day of the game. Also, before checking out on the StubHub site under the delivery option section of the review and Buy screen, Mr. Schramm would have seen a disclosure marking that while these tickets are delivered electronically they need to be printed. And finally, after Mr. Schramm had contacted Customer Service to email his tickets to home, he would have seen at the top of the tickets sent to Mr. Schramm there is a bolded statement informing the person viewing the tickets that said tickets need to be printed in order to gain entry. While we are sorry for any trouble Mr. Schramm experienced on the day of the game, we are able to see that StubHub’s FanProtect Guarantee was fulfilled in that Mr. Schramm received his tickets in time for the game, his tickets once printed were valid for entry, and they were exactly what Mr. Schramm had ordered. Therefore, StubHub would not be able to issue a refund as this is a valid order.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
Chris [redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
In reviewing [redacted] order, he purchased tickets for [redacted] at [redacted]. In [redacted], we learned that the [redacted] decided to implement strict restrictions on all tickets for their home game opener. Tickets for this event are no longer transferable from original purchasers. Upon learning this, we immediately took action on all orders. We reached out to [redacted] seller and, once we determined they were unable to fulfill this sale, we canceled the order.
We stand behind our Fan Protect Guarantee and because we could not provide tickets [redacted] could use due to the restrictions implemented by the team, we provided [redacted] a full refund. We did not have replacement tickets to offer due to the restrictions set by the [redacted].
We work with a small handful of large sellers to be able to fulfill orders in fulfillment methods we typically do not support, such as gift card fulfillment. Once we learned of the restrictions implemented by the Predators, we took action and canceled orders as needed. From this point on, only pre-approved sellers were able to list with gift card fulfillment, the method [redacted] described in his complaint. At the time of [redacted] cancellation, we did not have comparable replacement tickets from one of these sellers to offer.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
In reviewing [redacted] sale, she sold two tickets listed for [redacted] on [redacted]. These tickets were listed on StubHub on [redacted] at [redacted] PM and sold at [redacted] PM. [redacted] was sent a confirmation email letting her know her tickets had sold. The order was canceled within an hour as the tickets were for [redacted], and not [redacted] as listed. As per the terms of our User Agreement as noted above, when sellers cannot fulfill an order as listed, we are obligated to make it right for the buyer under the terms of the FanProtect Guarantee. [redacted] re-listed her tickets for the correct date after this listing had sold. [redacted] sale was canceled and [redacted] was held liable for the costs we incurred on this order.
Our seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. Per our User Agreement, [redacted] is responsible for this cost.
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing her tickets correctly. We understand that things happen and mistakes may occur. [redacted] was assisted by our customer service team in filling out a Charge Dispute form. This will be reviewed by our payments team and this charge may be partially reversed as a courtesy. Once that consideration is provided, the remaining charge will stand.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
In reviewing [redacted] order, he purchased two tickets on [redacted] for the [redacted] versus [redacted] basketball game on [redacted], along with two other [redacted] games for other dates. All three of these purchases were made from the same IP address and device, and confirmation emails for all three purchases were sent immediately after ordered. The tickets were uploaded on [redacted] and viewed by [redacted] on [redacted].
Our trust and safety team reviewed this order and confirmed that this order is valid. As noted above, our User Agreement explains that all valid sales are final. As this purchase is valid, no refund can be provided.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Business Response /* (1000, 5, 2015/11/04) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted]'s complaint, Mr. [redacted] listed four tickets for the Aftershock Festival 2 Day Pass [redacted] and the tickets sold on July 26, 2015. Mr. [redacted]'s buyer contacted us on October 23, 2015 alerting us that they only received two of the 2 day passes [redacted] of the four they ordered. When we were able to speak with Mr. [redacted] he explained that he only had a quantity of two, 2 day passes [redacted] he believed he had listed them correctly. On October 24, 2015, since Mr. [redacted] hadn't delivered the correct ticket to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. [redacted] was charged to recoup his payment and a 20% fee for nonfulfillment.
Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $52.00. Mr. [redacted] was also charged $234.00 to recoup the payment he had already received for the tickets. Per our user agreement, Mr. [redacted] would not be paid for the sale and would be responsible for this cost. However, we determined to reverse the charges of $52.00 and $234.00 as a one-time courtesy due to the confusion. The refunds were processed on October 27,2015.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Business Response /* (1000, 5, 2016/01/14) */
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. Part of our User Agreement also explains our fees, it states "We may charge service, shipping, delivery, fulfillment or other fees for using our Services. StubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets."
When purchasing tickets on StubHub the purchase price for each ticket, or group of tickets, includes:
The price of each ticket
A variable service fee
Any delivery or handling fees (delivery fees range from $2.00 to $5.00 per ticket, depending on the delivery method)
Fees may vary, but buyer can always review the applicable fees for their order before buying their tickets. On the checkout screen the order total is shown with all of the fees included. To the right there is a "Pricing Details" links which shows the breakdown of the fees. Also all the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing.
We apologize for any confusion or frustration this has caused Mr. [redacted]. However, we were unable to locate any orders with the information Mr. [redacted] provided. As stated above we provide all of the pricing information before a purchase is made to avoid any confusion.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Under "pricing details" all it says is the price of the tickets and the total of fees to be paid. That is not a breakdown of the fees. I asked the agent and he was unable to provide me an explanation for the 20% of fees stubhub charges buyers. In addition he told me that it costs stubuub $5 to email tickets but they eat half the fee for that. That fee is separate and not part of the 20% fee charged prior. Emailing tickets does not cost money, there is no postage involved and it is a downright scam
Final Business Response /* (4000, 9, 2016/01/21) */
Thank you for the opportunity to respond to Mr. [redacted] rebuttal Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
As previously explained, when purchasing tickets on StubHub the purchase price for each ticket or group of tickets includes the price of each ticket (which is set by the seller), a variable service fee, and a delivery or handling fee. The delivery fee Mr. [redacted] is concerned about is the electronic delivery fee. We charge a lower delivery fee for electronic tickets because shipping is not required, however a fee is still in place. This is due to the system we use to store and transfer electronic tickets to our buyers. This delivery fee is included in the fees section during checkout it is not a separate fee that is added later.
Our User Agreement states, "We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees')." When placing an order on StubHub a buyer would be given the final price before confirming the order which includes the ticket price and all of the fees combined. A notice stating "Includes all applicable service, delivery, and transactional fees." is available before the order is placed.
We understand Mr. [redacted] frustration, however the fees are displayed before placing an order. We apologize for any confusion or incorrect information that he was given. However, our policies regarding this issue have been noted and we do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
In reviewing [redacted] canceled sale, he sold two tickets on [redacted] for [redacted] in [redacted]. These tickets were listed as section[redacted] contacted us and let us know the tickets were in Orchestra Sides, not Orchestra Center as listed.
In reviewing this listing, we can confirm the section was entered as “Orchestra Center.” When listing paper tickets on StubHub, sellers enter in their section and row. A drop down populates when sellers enter in their section so sellers may choose their section from the sections we have on our app. In this case, [redacted] selected Orchestra Center. Our site does not auto-fill this data, and the section was not listed as “Orchestra” and changed by the system.
As [redacted] wanted to offer the change to the buyer in the hopes to save the sale, we reached out to the buyer several times to offer the change. We offered the buyer a partial refund in an attempt to save the sale. On[redacted] buyer contacted back and declined the offer. The order was canceled per the terms of our Fan Protect Guarantee.[redacted] relisted these tickets accurately and sold them to a new buyer.
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. As[redacted] was unable to fulfill this order with tickets as listed and his buyer declined the change in section, this cancellation charge is valid and no compensation can be provided.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement.
Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete.
If an event is cancelled and not rescheduled, we will provide the buyer with a full refund (including any fees and shipping/handling charges). We will notify the buyer that the event was cancelled and provide instructions on how to obtain the refund. If an event is postponed and rescheduled, the buyer may use the tickets on the rescheduled date or, time permitting, list them for sale on StubHub. If replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for you or provide you a full refund (including any fees and shipping/handling charges). If you cannot attend the event on the rescheduled date, you are encouraged to list the tickets on StubHub. Except when replacement tickets are required, StubHub does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup, or time changes.
In reviewing [redacted] complaint, [redacted] purchased 2 tickets to the [redacted] concert taking place on 05.03.** and contacted us on 07.03.** stating that due to weather the entire concert did not take place. At that time, we explained our policies to [redacted] regarding partial performances and that we were not in a position to offer any compensation as this concert still took place and was not cancelled or postponed. In the event that the event is officially cancelled, we would be able to provide a full refund as per our Fan Protect Guarantee.
While we understand that [redacted] frustration with the miscommunication of the situation by the management team of the event, per our User Agreement, StubHub is not responsible for partial performances, or venue, line-up, date, or time changes no refunds will be issued in these instances. As a result, we would not be in the position to provide [redacted] with any further compensation.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
Natalia
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
Our User Agreement and Seller Policies also state: “By listing a ticket for sale, you are making a binding offer to sell that ticket to a Buyer who purchases the ticket for the price you have specified. When a Buyer accepts your offer by purchasing your ticket through our Site or Services, you are contractually bound to deliver thatexactticket for the specified price andwithin the required delivery timeframe. Under no circumstances may Sellers cancel orders at one price and repost the same tickets for a higher price.”
In reviewing [redacted] sale, he sold two tickets on [redacted] 16 for New Orleans Pelicans at [redacted] on [redacted] 18. As noted above, sellers are responsible for monitoring their listings and are obligated to fulfill orders as listed or they will face cancellation charges. Our policies also explain that StubHub is not responsible for venue or event changes. Once placed, all sales are final.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Kaila
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...
sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
In reviewing [redacted] canceled order, he sold two tickets on [redacted] for the [redacted]. When he contacted us regarding fulfilling the sale, we explained he was not able to fulfill a sale with Flash Seats. When sellers list tickets, they must select that they will deliver tickets via PDF upload or ship via [redacted]. These are the only fulfillment options for all sellers on our site. Additionally, while in the listing process before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are first time sellers or are unfamiliar, they can click on the words “Seller Policies” to read more. The first outlined policy states sellers are not allowed to list paperless tickets or flash seats.
As [redacted] was already advised, we do provide some of our top sellers privileges for the amount of business they do. These sellers are pre-approved and do a high amount of transactions on our site. These users are aware that they are being provided an exception to our User Agreement during this pilot and are allowed to fulfill with Flash Seats. Sellers should always be following the rules of our seller policies unless advised otherwise.
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. As a one-time courtesy, we provided a partial refund of $[redacted]. As this cancellation charge is valid, no further compensation will be provided.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Kaila
StubHub Executive Customer Care
Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
In reviewing [redacted] purchase, she ordered two tickets for [redacted]. This event was originally scheduled for [redacted] management announced that this tour would be postponed to a future, undetermined date. They have stated that the tour will be rescheduled to new dates and original tickets will be honored at those rescheduled dates. Our events team is monitoring and once a new date is announced, or if the show is canceled, all buyers will be notified via email.
Our User Agreement states all sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. Our Fan Protect Guarantee states "If the event is cancelled and not rescheduled, you will get a refund. " For rescheduled events, orders are still valid per our User Agreement. Tickets for [redacted] at [redacted] will still be provided to [redacted], but the management chose to change the date. StubHub is not responsible for venue changes such as these and if the tickets are being honored on new dates, as these will be, we handle as the primary does; as a postponed show.
As this event has not been canceled and [redacted] is rescheduling this event, a refund of this order cannot be processed.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
Kaila
StubHub Executive Customer Care